Roles and Responsibilities:
- Resolving incident cases
- Monitor capacity, performance and availability using popular network tools and act to correct anomalies when needed
- Incident tracking to ensure continuity across shifts
- Vendor management with PSTN Service provide, OEM for resolution of tickets
- Coordination of communication bridges during major outages
- Participate in Operational processes (Daily Ops, Change Control, Incident management, request forservice, etc)
- Adhering to defined SLAs
- Handling tickets / requests
- Troubleshooting technical issues
- Ensuring that defined processes are adhered to
- Report regularly concerning key counters and measures of the voice network through health checks
Requirements
- Excellent communication and conversation skills (Verbal and Written)
- Good documentation skills
- Good working knowledge of MS OFFICE (Including MS Project and Visio)
- Should have good customer handling skills
- Good understanding of SIP Protocols, Genesys Framework and Architecture
- Reporting components like CCPulse/Pulse, ICON, Infomart and CXInsights
- Good troubleshooting experience in Genesys infrastructure
- Good understanding of the following Genesys Products
- Knowledge about Genesys Cloud Components like Google CCAI chat bot, predictive engagement
- SBC Management
- Trunks, E1/ T1(CAS, CCS), SIP etc
- Gateway protocols: SIP and MGCP
- Good ITIL Knowledge – Incident, Change & Configuration Management
- GCA (Highly preferred)
- ITIL Foundation (Preferred)
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